Pre-test: Service Cloud: Industry Knowledge

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Question 1 of 4

1. Question
What system would be used in a contact center to help manage adherence to average call handle time and planned work schedule?

(Choose 1)
- Automated Call Distribution (ACD) System
- Quality Management (QM) System
- Workforce Management (WFM) System
- Customer Relationship Management (CRM) System
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Question 2 of 4

2. Question
What are the advantages of Quality Monitoring?

(Choose 2)
- Increases Agent Job Satisfaction
- Increases accuracy of customer service
- Creates more jobs in the Contact Center
- Enables a more consistent customer experience
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Question 3 of 4

3. Question
What activities would be part of a contact center’s business continuity plan?

(Choose 3)
- Place all data servers in the same building as the contact center
- Re-route cases to agents in another location
- Cross train contingent staff on basic call handling
- Equip selected agents with laptop computers
- Disable the Interactive Voice Response system
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Question 4 of 4

4. Question
What is Knowledge Centered Support (KCS)?

(Choose 2)
- A method for social media support management
- A system used to manage FAQ’s
- A method for creating and managing knowledge
- A set of standards for managing customer support
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